Customer Care Manager - Retention & Refunds

We're Hiring | Customer Support & Customer Experience Manager | BrightCHAMPS

Location: Bengaluru

Experience: 8–15 Years

Function: Customer Experience / Customer Support

At BrightCHAMPS, we're looking for an experienced customer experience leader to own end-to-end customer support operations, drive customer satisfaction, manage escalations, and strengthen refund and chargeback controls.

Key Responsibilities:

• Lead day-to-day customer support operations and team performance.
• Manage complex customer escalations, complaints, and root cause analysis.
• Drive CSAT, Trustpilot ratings, and overall customer satisfaction.
• Oversee refunds, chargebacks, approvals, and revenue-leakage prevention.
• Track key metrics, including SLA, TAT, FCR, backlog, and quality scores.
• Analyse customer feedback and drive Voice of Customer (VOC) initiatives.
• Collaborate with Product, Sales, Finance, and Operations to resolve recurring issues.
• Build dashboards, coach team members, and share performance insights with leadership.

What We're Looking For:

• 8–15 years of experience in Customer Support, Customer Experience, or Customer Success.
• Proven experience managing support teams, escalations, and customer complaints.
• Strong understanding of CSAT, SLA, FCR, and service quality metrics.
• Hands-on experience with refunds, chargebacks, and revenue protection.
• Strong analytical, leadership, and stakeholder management skills.
• Trustpilot and online reputation management experience is a plus.